The Minister of Railways Shri Suresh Prabhakar
Prabhu launched a ‘Customer Complaint Web Portal and Mobile Application’
(android/windows based mobile App), at a function here today. Speaking on the
occasion the Railway Minister said that this ‘Customer Complaint-cum-Suggestion’
portal and mobile App which can be freely downloaded, will be very useful as
one can track the status of the complaints which he or she registered on this
portal with the help of mobile App. He said that Railways welcome suggestions
from the people to further improve the passenger services and valuable
suggestions on this newly launched portal can be incorporated in all possible
ways, if found suitable. He appreciated the efforts made by Railway officials
and thanked them for implementing this new customer friendly initiative in a
very short time, just three days after the announcement of the same in the
Railway Budget 2015-16.
The
passengers who want to complain or make any suggestions may download the mobile
App from the URL www.coms.indianrailways.gov.in. The
passengers can also file their complaints and suggestions on the web page www.coms.indianrailways.gov.in
. The passengers can also SMS their complaints on mobile number +91-9717630982.
Also present on the occasion were, Chairman,
Railway Board, Shri A.K.Mital, Board Members and other senior officials of the
Indian Railways.
The Complaint Management System (COMS) portal consists
of the following applications:-
·
A
mobile app based complaints and suggestions application (currently on the
android platform).
·
A
web based complaints and suggestions application on URL www.coms.indianrailways.gov.in.
·
A
SMS based complaints and suggestions application on the number +91-9717630982.
·
A
link to Centralised Public Grievance Redress and Monitoring System (CPGRAMS)
will also be provided.
Mobile Apps
·
Indian
Railways are launching the first mobile phone App for registering passenger
complaints
·
The first
Mobile App is on the Android platform
·
The Mobile
application has been implemented using Android 2.3.3 (and above) platform and
would be made available for Windows Phone 8.1 (and above).
·
The Mobile
App uses the latest technology namely HTML5, JavaScript, CSS3.1
·
The
Mobile App can be downloaded from Google Play Store.
·
A
fast and user friendly structured interface has been provided to register
complaints on mobile phones.
·
Complaints
will be provided with a unique complaint ID number.
·
Complainants
can use the unique ID number to track progress of
complaints.
·
The
complaint will be auto assigned to the concerned railway functionary for
redressal.
·
Validations
for station name, train number and PNR number have been built into the
application for user convenience.
·
The
complaints will be stored in the database
·
Detailed
MIS reports with various zone wise, division wise, type wise, filters will
enable effective monitoring at the administrative end.
·
The
Mobile App is linked to the Complaint Management portal of Indian Railways,
where complaints can be registered through Web (www.coms.indianrailways.gov.in) and SMS (+91-9717630982).
Web based Complaint Management Application:
·
Passengers
can also register complaints through the Web. The complainants will be assigned
unique ID number with which they can track the progress of complaints.
·
The
complaint will be auto assigned to the concerned railway functionary for
redressal.
·
Detailed
MIS reports with various zone wise, division wise, type wise, filters will
enable effective monitoring at the administrative end.
·
This
Customer Complaint Portal will also be available in Hindi and other regional
languages.
SMS based Complaint Management Application:-
·
Complaint
or suggestion can be sent as free flow text as SMS to the number 9717630982.
Complaints will be also be assigned a unique complaint ID number which can be
used for tracking.
HK//RV